Senior Manager, IT Operations

• Lead and manage a global IT Helpdesk and Infrastructure teams, handling all aspects of people management, including selection, coaching, performance reviews, and fostering a diverse and inclusive (DE&I) work environment.
• Support the executive and senior leadership to develop a scalable global IT long term plan and strategy that addresses diverse business needs and geographical contexts.
• Oversee global network systems and system administration to ensure the high availability, security, reliability, and performance of all Hootsuite IT infrastructure.
• Implement a system, processes, and tools to effectively track and manage all IT hardware and assets, ensuring accurate inventory and timely hardware refreshes based on asset management data.
• Develop and execute a comprehensive plan for managing the entire lifecycle of IT assets, including shipping, onboarding, repairs, upgrades, and offboarding of employee computers and peripherals.
• Collaborate with the Group IT Security team to mitigate risks, implement daily security measures, and ensure all delivered projects meet high standards of security and quality.
• Drive continuous improvement of the global IT Helpdesk and infrastructure support processes, focusing on automation, system integrations, and efficient on-call and escalation procedures to meet service level agreements (SLAs).
• Manage regional IT Helpdesk and infrastructure teams to ensure reliable service delivery and support, promoting a culture of accountability and continuous improvement aligned with efficiency goals.
• Prepare and recommend annual operating and capital budgets, and provide regular financial forecasts and analysis to senior leadership.
• Build strong, effective relationships and communication channels with business functions, internal technology teams, and product development groups to align IT services with business needs.
• Define and champion key performance indicators (KPIs) and operational metrics, using them to present strategic insights and recommendations to executive leadership.
• Select and manage external IT partners by evaluating offers, negotiating contracts, and organizing support workloads and SLAs to ensure effective external support.
• Perform other related duties as assigned

• Broad and varied technology and product experience, including at least 8 years in a people-leadership capacity
• Knowledge and experience leading support for technology systems such as Active Directory, OKTA/SSO, remote access and global network connectivity for Mac, PC and Linux endpoints.
• Pragmatic and results-oriented approach to problem solving and a proven track record of implementing new processes to achieve better results
• Hands-on experience with Jira Service Management (JSM) or a similar ITSM, and other Atlassian tools (Jira, Confluence, etc.).
• Proven experience and demonstrated success in technology leadership with an emphasis on SaaS information technology and helpdesk operations.
• Proven ability to work with competing resources, budget limitations, and strong conflict management and problem-solving skills.
• Previous work experience within an agile environment as well as deploying and managing technical projects in an Agile delivery methodology
• Accountability: holds self and others accountable to meet commitments
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

• Solution seeker: You're focused on tackling new challenges, solving problems, and moving the business forward-and you don't wait to be asked.
• Lifelong learner: You have a growth mindset - you're here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn't.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team's work drives broader organizational goals.
• Accountable owner: You take pride in the work you're responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

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